Summary:

The Clinical Operations Manager is responsible for overseeing and managing all clinical operations across Genesis Orthopedics & Sports Medicine clinical locations. This role ensures the efficient delivery of patient care, effective staff management, and the maintenance of a safe and welcoming clinical environment. The manager will also play a key role in training, process improvement, and interdepartmental coordination, as well as the management of the Gap Year Internship Program.

Essential Duties and Responsibilities:

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Clinical Operations Management:
- Manage all clinical operations across Genesis Orthopedics & Sports Medicine clinical locations.
- Develop, implement, and manage Standard Operating Procedures (SOPs).
- Evaluate and report on EPIC notes and ensure adherence to EPIC protocols for note writing.
- Provide EPIC training to clinical support staff.
- Oversee patient care and support, including patient issue resolution.
- Ensure clinic leads are effectively managing their respective locations based on outlined roles and responsibilities.
- Supervise and coordinate clinical staff, including Medical Assistants, XR Techs, and MRI Techs.
- Assist providers with template changes to optimize appointment scheduling and patient access.
- Oversee medical equipment maintenance and updates, including Medical Supplies, Reusable tools, XR Machines, MRI machines, and US Machines.
- Maintain Dot Phrases, protocols, clinical printouts, and paperwork.
Staff Scheduling and Coverage:
- Coordinate staff schedules to maintain adequate clinic coverage and optimize patient flow.
- Manage weekly staffing emails.
- Manage daily staffing adjustments for callouts and staffing thresholds.
Facility Management:
- Oversee the cleanliness and maintenance of clinical facilities to provide a safe and welcoming environment.
- Set clinical workflow and organization.
- Establish and track End of Day (EOD) tasks for maintaining facilities.
- Outline and review signage and posted documents in the waiting room.
Staff Leadership and Supervision:
- Lead, mentor, and supervise clinical staff, including Medical Assistants, XR Techs, and MRI Techs, fostering a culture of GOS (Genesis Orthopedics & Sports Medicine).
- Conduct 6-month and annual reviews.
- Manage Performance Improvement Plans (PIPs) and write-ups.
- Conduct individual staff check-in meetings.
Hiring and Onboarding:
- Manage the hiring of new clinical staff, including conducting interviews for MA, front desk staff, XR Tech, MRI Tech, and other support staff.
- Lead the Intern Hiring Process for the program.
- Utilize Workable as employee hiring management software.
- Coordinate and oversee training programs for new hires to ensure competency and alignment with clinic protocols.
- Create onboarding schedules.
- Write onboarding training modules.
- Train new clinical staff.
Performance Management:
- Manage work schedules, approve time-off requests, and monitor staff performance, providing constructive feedback and support.
- Approve ADP time-off requests.
- Approve ADP timecards.
Clinical Protocol Management:
- Manage and update clinical protocols, including but not limited to:
  - Beginning of Day (BOD) and End of Day (EOD) protocols
  - New ED Consults process
  - X-Ray ordering procedures
  - Clinical inbox management
  - External Physical Therapy notes handling
  - Work notes request processing
  - Daily DME sheets protocol
  - DME check-in and dispensement procedures
  - Custom orthotics ordering process
  - Autoclave usage and sterilization protocols
  - Clinical shadowing agreement
  - Rep meetings/lunches protocol
  - Injection preparation and administration protocols
  - In-Clinic MRI scheduling and authorization procedures
  - FMLA and disability documentation procedures
  - Standard room supplies inventory management
  - Surgery DME protocols
Inventory Management:
- Monitor and maintain inventory of orthopedic supplies and durable medical equipment, ensuring availability and cost-effectiveness.
- Conduct pricing comparisons and negotiations.
- Manage Orthoforum onboarding and contracts review.
- Oversee BREG account management.
- Manage purchasing of DME.
- Conduct quarterly inventory of DME.
- Generate DME Reconciliation Reports.
- Manage the transition of Breg to Mobile with iPads.
- Attend the Breg DME Conference.
- Participate in the Breg Impact Business Review.
- Oversee McKesson account management.
- Manage purchasing of Medical Supplies.
- Maintain inventory of Medical Supplies.
- Manage Visco ordering, purchasing of Visco injectables, and inventory.
- Manage PRP ordering, purchasing of PRP Kits, and inventory.
- Manage Amazon ordering.
Meetings and Engagement:
- Participate in Operations Leadership Meetings (Every Tuesday).
- Participate and contribute to All Staff Meetings (Every Tuesday).
- Lead All Intern Meetings (Every Wednesday).
- Lead Clinic Leads Meetings (First Thursday).
Auxiliary Tasks:
- Manage Social Climb Reviews.
- Address and resolve patient complaints and issues promptly, ensuring patient satisfaction.
- Ninety EOS Engagement.
- Collaborate with executive leadership to develop and execute strategies for practice growth, focusing on serving diverse and underserved populations.
Interdepartmental Coordination:
- Coordinate billing codes correction and updates in Medical Charts.
- Review All Charts Review Reports for missed billing and documentation.
- Manage Managed Care Organization contract compliance reports.
- Conduct Skokie Xray Billing Reviews.
- Coordinate schedules with the MF department.
New Clinic Opening/Closure:
- Manage new clinic openings.
- Participate in weekly new clinics team calls (Fridays).
- Tasks as outlined in New Clinic Tracker in Notion.
- Manage clinic closures, including redistribution of inventory and supplies, destruction of PHI (XR, Charts, etc.), and disposal of waste and tidying of space.
Gap Year Internship Program:
- Curriculum Architect: Design a holistic, year-long internship syllabus integrating clinical, administrative, and professional development, ensuring alignment with the evolving needs of pre-health graduates and reflecting best practices in outpatient specialty care education.
- Program Objectives & Structure Creator: Develop clear program goals to bridge academic knowledge and practical healthcare experience and design a month-by-month program calendar, integrating onboarding, training, rotations, clinical talks, and quality improvement projects.
- Educational Content Developer: Author the syllabus content, including internship values, standard operating procedures, and protocols, and create and curate resources in Notion to support intern self-guided learning and problem-solving.
- Clinical Workflow Integrator: Develop intern training that aligns with Genesis Orthopedics' broader outpatient and surgical workflows and ensure interns are progressively exposed to front desk operations, clinical assisting roles, surgery coordination, and patient experience teams.
- Resource Management & Tools Integration: Oversee the integration of operations platforms (e.g., Notion, EPIC, ADP, Teams, Outlook, Brivo) to streamline onboarding, scheduling, and performance tracking and maintain and update the intern training checklist, ensuring alignment with evolving clinic operations.
- Evaluation & Feedback Mechanism Leader: Institute checkpoints at 3 months, 6 months, and 12 months for intern self-evaluations, supervisor evaluations, and patient feedback and develop frameworks for professional development planning and continuous performance improvement.
- Mentorship Program Facilitator: Design the "Buddy System" to ensure peer support, team bonding, and effective onboarding (for interns) and coach and monitor Lead MAs and supervisors in how to mentor and evaluate interns meaningfully.
- Culture & Values Champion: Embed Genesis' core values—Compassion, Excellence, Humility, Faith, Passion—into the program and cultivate a culture of accountability, empathy, and professional excellence among interns and faculty.
- Event Planning & Team Engagement Coordinator: Organize and execute bonding events such as sports games, Chicago tours, holiday parties, and intern dinners to build team cohesion and engagement and schedule and coordinate monthly Clinical Talks led by providers to deepen interns' medical knowledge.
- QI Project Mentor & Evaluator: Guide interns through a full-cycle Quality Improvement project: identifying problems, collecting data, implementing change, and presenting results and review proposals, monitor implementation, and provide critical feedback to ensure project outcomes align with organizational goals.
- Efficiency Innovator: Spearhead operational improvements through intern-contributed QI initiatives (e.g., updated checkout processes, bilingual tools, orthotic logistics) and establish systems for sustainable project implementation and knowledge transfer beyond each intern cohort.
- Point of Contact for Intern Class: Act as the primary liaison between interns and executive leadership, clinical staff, and administrative departments and host and lead weekly meetings (Wednesday Interns-only), setting agendas, fielding questions, and facilitating discussions.
- Internal Communications Leader: Maintain the Notion-based digital workspace, ensuring up-to-date documentation and streamlined access to policies, SOPs, and schedules, and support cross-departmental alignment between front desk operations, medical assisting, surgery coordination, and patient experience teams.

Requirements

Qualifications:

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Bachelor's degree in healthcare administration, business administration, or a related field preferred.
Minimum of 3 years of experience in a clinical setting, with at least 1+ years in a supervisory or management role.
Experience in orthopedics or sports medicine is a plus.
Skills:
Strong leadership and team management skills.
Excellent organizational and time management skills.
Proficiency managing medication, medical, and office supplies inventory and management
Proficiency in EMR systems (preferably EPIC) and other relevant software (e.g., ADP, Microsoft Office Suite, Notion, Brivo).
Knowledge of clinical operations, workflows, and protocols.
Ability to develop and implement SOPs.
Strong communication and interpersonal skills.
Problem-solving and conflict resolution skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.

Physical Demands:

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Will regularly include lifting 25-50 pounds and carrying 100+ feet

Working Conditions:

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This role is in-person and the responsibility of the incumbent to be present in various clinic locations across the Chicagoland area 4 or more days per week
The role includes regular exposure to infectious illnesses in a patient environment with exposure to other blood and bodily fluids
This job will primarily include meetings and duties between the hours of 8a and 5p with needs arising out of standard business hours

Benefits

Benefits:

A mission-driven, collaborative environment focused on ethical innovation in healthcare.
Opportunities to make a tangible impact on the lives of staff and patients alike.
Competitive compensation and benefits aligned with our values of equity and sustainability.

Genesis Orthopedics & Sports Medicine

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Clinical Operations Manager